Head of Operations / Operations Lead ( iGaming, UK)

We are an international iGaming holding developing our own B2C products and proprietary technology.

One of our key projects is a UK-focused online casino built on our own custom platform.

We are looking for a strong Head of Operations / Operations Lead who will take ownership of day-to-day casino operations and work closely with Product, Development, Payments, CRM, VIP, Support, Risk and Compliance.

This is a hands-on role for someone who understands how an online casino works end to end and can identify operational bottlenecks, find root causes and drive solutions.
 

Responsibilities

• Own daily operations of the UK casino.
• Control the full player journey: Registration → KYC → Deposit → Gameplay → Bonus → Retention/VIP → Withdrawal.
• Identify issues affecting conversion, retention, payments, player experience and revenue.
• Work closely with Product and Development on priorities, fixes and improvements.
• Coordinate Payments, CRM, Support, Risk and Compliance operational flows.
• Monitor deposit and withdrawal performance, PSP issues and payment-related incidents.
• Improve SOPs, SLAs, escalation processes and internal workflows.
• Reduce manual work through automation and process optimisation.
• Analyse key operational KPIs and turn data into actions.
• Manage critical incidents and ensure problems are resolved across teams.
   

Requirements

• 4+ years of experience in iGaming.
• Experience in Operations / Casino Operations / Product Operations / Payments Operations or a similar senior role.
• Hands-on experience with the UK iGaming market is mandatory.
• Strong online casino background.
• Good understanding of UKGC-regulated operations, KYC/AML and Safer Gambling processes.
• Strong knowledge of Payments, CRM/Retention, VIP, Support and Risk/Fraud.
• Experience working directly with Product and Development teams.
• Strong analytical and Root Cause Analysis skills.
• Understanding of key metrics: FTD Conversion, Deposit Success Rate, Retention, Repeat Deposit, Bonus Cost, GGR, NGR and LTV.
• Strong English.

Nice to have

• Experience with a custom-built casino platform.
• PSP integrations / payment orchestration.
• CRM / Retention or VIP background.
• Game providers / aggregators.
• SQL / BI tools.
• Experience launching a casino product or GEO from scratch.
  
   

What we offer

• Senior role with real ownership and decision-making power.
• Direct influence on product, operations and business performance.
• Work with a proprietary platform, not a standard white-label solution.
• Opportunity to build and improve operational processes from the ground up.
• Strong cross-functional team and direct communication with management.